Tag: corporate messaging

ABC News hires kidnap victim Elizabeth Smart to cover child kidnapping and missing person cases. It is worth asking is this good journalism or smarmy public relations and booking?

ABC News has hired Elizabeth Smart, formerly in the news as a Utah kidnap victim when she was a child, as a correspondent assigned to kidnapping and high profile missing person cases, according to The Hollywood Reporter and reported in People Magazine.

Is this a strategic move or one aimed at creating and fostering special appreciation among victim’s families?
Is she a bona fide journalist or a talented ‘talking horse’?

The issue is simple – what’s her training, journalistic experience or story telling? Obviously she will work alongside talented producers; obviously she will be guided and hand-held… but is she being sent out as a lure to sway the sympathy of victims?

It is worth asking is this good journalism or smarmy public relations and booking?

The findings are not surprising, “There’s a big gap in local news reporting. There are fewer newspaper reporters covering “essential beats” like courts, schools, local affairs. The number of reporters in key places of government has dropped considerably. In New Jersey, for example, the number of statehouse reportesr (sic) dropped from 35 to 15 between 2003 and 2008. In the same time period, California went from 40 to 29; in Texas from 28 to 18; in Georgia, from 14 to 5.
Daily newspapers cut their editorial spending by $1.6 billion per year from 2006 to 2009; staff has shrunk more than 25 percent since 2006…
The report describes local TV as a kind of news wasteland. The stations are generally pumping up the volume of news while reducing staff, and give short shrift to serious topics like education, health care, and government. The report cites a TV news study by the Annenberg School of Communications that found such hard news topics took up a little over one minute in a 30-minute news broadcast. While coverage of city government withers, crime news proliferates. And the report notes the disturbing trend of “pay-for-play” arrangements, as well as the airing of “video press releases” masquerading as news.
Cable news is thriving on a national level but remains stunted at a local level. Only about 25 to 30 percent of the population can watch a local news show on cable.”

Look – it’s no secret that consultants have ruined local news – as well as the lack of commitment from station owners, managers, news directors and others of fiscal ilk. News was never profitable and for the vast majority of the 20th century, news was not profitable. In the late 1980s when it became essential to stations that news make money, all semblance of reality was lost. Now shows that proclaim to be news programs are dominated by traffic and weather – because that’s what consultants say the public cares most about… This is the most ephemeral of all substance… the least consequential… and yet it dominates in terms of new devices, maps and computer animations and a significant commitment of the total time of each news program.

Is it any wonder why so few audience surveys find that audiences treat news programs seriously, or make the evening news appointment television night after night, or where loyalty to a program or presenter was once a staple and is now a mater of convenience or happenstance? We’ve polluted the audience by offering features and soft stories as early as 5 or 7 minutes into the programs…. features which once would have been relegated to the end of the news show as a ‘kicker’ but which now appear earlier and earlier each show in order to give the audience something ‘light’ and ‘entertaining’ and ‘enjoyable’ as opposed to something which the editors felt was necessary and important and consequential.

This isn’t just a situation (problem) with local news. Watch many of the network programs and you can see the same symptoms about story selection and placement – an erosive degredation of what news ought to be presented contrasted with what is presented in the guise of news so that the audience will stay tuned.

We wonder why at a time when audiences say they’ve never been better informed thanks to digital content when in fact it appears that they have never known as little or less about so many stories, in spite of digital technology and delivery.

Let’s acknowledge the obvious – money is tight and every public entity is facing a do-or-die scramble for standing in the public’s mind share and subsequent approval in funding.

But whatever their message it must be rooted in common sense just as the messenger has an obligation as an orator to make sense, not rely on either spin or hyperbole lest they lose any semblance of credulity. There are examples of strident message-work above-and-beyond-the-pale just about daily — one such absurdity came during the KQED’s Monday radio program “Forum” during a discussion of the need for vital and vibrant public parks.

A guest on the show made the assertion that by funding parks on the “front end” would no doubt diminish the need for public funding of “ERs and jails” on the back-end. His point was to invest in public parks today to diminish public spending on medical care or justice later. I am confident the speaker loves parks and no doubt wants to keep their job, but I think it is a little bit ambitious to represent (with a straight face) that funding of public parks will in any way reduce the need for hospitalizations or prisons.

The point is – of course – say whatever you believe, but in the marketplace of common sense ideas it would help if there was some attention paid to making good sense… rather than just throwing words against a wall hoping some might stick.

The consequence is that it all just sounds like noise. When we wonder why people don’t listen (as much? at all?) any longer I suggest it is because so many times what’s said is silly or beyond the pale of credulity.

Donald Trump in his fledgling try for the White House in 2012 is offering an astounding number of bromides and platitudes, braggadocio and bombast in his wave of TV interviews from O’Reilly (FOX) to Today (NBC). From the old saw of the birther’s claim that the president lacks his US birth certificate to matters of state Mr. Trump seems well prepared to talk over any and all other questions while repeatedly repeating all his preconceived message points. He knows how to talk, and talk, and talk.

In response to a question of what the President (Obama) has done well, Trump replied “he got elected.”
In response to the lack of a national budget Trump assured listeners it was due entirely to “a lack of leadership” that wouldn’t be the case if he was sitting in the oval office.
In response to a question on foreign policy he expounded that the “United States isn’t respected” any longer by the rest of the world.

In fairness questions that were posited to how he would change this if elected but they were parried and thwarted and never answered. The ‘how” of what would be different is often the most important question — not the if or the dreams or desires for change, but rather the execution, the how. Mr. Trump offered nothing to that debate or discourse.

Taking just the question of how the rest of the world may see us… after years of financially and militarily supporting dictatorial regimes all to assure the stable supply of crude oil to fill our gas-guzzling economy, or the nature of avaricious conduct in pursuit of minerals and raw materials to satiate our economic demands at the cost of local economies and indigenous people… these are the core issues of why we’re not liked, not respected. Having the biggest stick, the greater swagger, the most shiny boots on the ground isn’t sufficient to master world respect, much less domination. Assuring audiences this would all ‘be changed’ once he gets to the White House seems insufficient and unrealistic.

The media – all of us who are in charge of the microphone – better start asking the ‘how’ as the 2012 campaign gets underway. There’s likely to be a lot of noise in the coming months – but rather than just close our ears we could decide to have greater impact by thinking about and demanding answers to the real questions. Let’s start with ‘how’?

Brilliant? Tony Hayward and the cast of Gilligan’s Island… brilliant? Well, perhaps as the Skipper he has left a lot to be desired, but virtually everything else the BP media machine is doing is text-book perfect and likely to be studied as a model for crisis communications and disasters of tomorrow.

BP is using the media, the web, social media and is literally crafting stories right before our eyes. They have mastered the concept of producing and distributing their own media and communications. Believing in the long tail of the web BP has hired its own reporters to gather news stories under the guise of journalism. Under banner headlines “BP reporters Tom Seslar and Paula Kolmar are on the ground in the Gulf, meeting the people most immediately affected by the oil spill. Read their regular updates” are an apologia of unimaginable guile and proportion featuring heartfelt reports of clean ups and mitigating the severity of the disaster. BP knows that some of these stories will fall into mainstream media either through a lack of checks and balances or an absence of editorial scrutiny. BP knows that while they cannot rebut all the stories produced by the press the corporation can muddy the water by producing and distributing its own look-like news. Clever. Perhaps even diabolical. Effective nonetheless.

Aggregating electronic media is also used to build what masquerades as a social media-oriented site where true news is co-mingled with corporate pieces. They create and maintain a look so responsible, so balanced and fair. Why not? They cannot prevent the cascade of negativity so they might as well co-opt it to fit their presentation and advantage. And goodness let’s watch them use You Tube as one of the silos to distribute their material to the main stream.

Union Carbide and Exxon were the poster children for how to bumble and fumble corporate responses to a crisis. Johnson & Johnson, Odwalla, even fast food outlets have done a better, more comprehensive and responsive job in managing a crisis over the recent past. But BP has set a new bar in how to handle the media on the ground, when to stonewall, when to provide selective access to those it favors (most notably FOX news, perhaps based on their British Sky News affiliation AKA Rupert Murdoch?), and now creating content thanks to their own news team juggernaut.

After Katrina all the networks pledged to establish and maintain news bureaus in New Orleans in response to what was perceived to be the national anguish over the tragedy. Slowly but steadily the New York based, east coast centric news producer’s interest waned until the economic costs of sustaining gulf coverage was deemed to be too high with respect to the newsness and news value of what was produced. No network executive wanted to blink first, that is to be perceived as caring less about the minority impacted city, but inevitably the networks scaled back and withdrew their staffs. Watch for the same in the gulf… the story will move from just Louisiana on to Mississippi, Alabama and ultimately the prize jewel Florida. As the floating story sails the gulf the reports will migrate too, a nomadic news team on the prowl for the oils next landfall. Meanwhile the audience’s attention to oil soaked birds and families-with-ruined-lives will become tiresome. The birds will be featured in pieces on Nat Geo. The families will become features on anniversary occasions and special events such as Thanksgiving and Christmas.
Cynical perhaps but predictive too. And as time passes the only ones covering the story, crafting and creating faux news will be the one organization with the most money to spend and the most reputation to change… BP.
Watch it and weep.

BP CEO Tony Hayward is a marked man emerging as America’s latest leading corporate villain. He’s the new poster boy for what not to say in a crisis. His apparent self-focus that “he wants his life back” pits his desire for normalcy against the loss of 11 workers in the fire and sinking of the Transocean rig. One might imagine their families would like those lives back too.

Tony, you’re doomed man. Say goodbye. It’s all now a matter of time… you’ve been tar and feathered, smeared in oil. When you now appear on camera the common reaction is to throw darts or change the channel. In a world where trust and believability, credibility and likability rule… you’re sinking like a rock.

It seems truly amazing that – for some one who teaches crisis management -BP continues to make mistakes, missteps, misstatements 45 days in to the disaster. The failure to explain what would be deemed “legitimate” claims before Congress in the earliest days of the story is today compounded by an artful, expensive PR campaign that features Hayward and his cabal of advisors doing the ‘best they can’ all the while oil gushes from the pipe. Isn’t there an inherent contradiction in all this… are they really doing the best job they can? Difficult admittedly, but not a success by a long shot.

The real lesson remains the experience of Valdez, Alaska. Twenty one years after Exxon ran their tanker onto Bligh Reef there is still an oily residue just under the rocks along the shoreline of Prince William Sound. Droplets of oil abound in the water, in pools, coating the underside of rocks that cover that shore. Billions of dollars spent and tens of thousands of man hours invested in clean up have failed to restore, entirely restore, the waterways and shoreline. Yes the sound is healthier than some doom and naysayers predicted, but it is not without lasting injury. It would seem evident that a similar fate awaits the gulf coast and possibly other eastern beaches and the communities that depend upon the water for food, tourism, attraction and livelihood.

So as we watch for the expected outcome — Hayward will walk the plank with a shove from the BP board; the company will lose its financial luster and ultimately file for court protection or receivership to protect its reduced and falling assets. Thousands of workers will lose jobs and homes; alcoholism will rise… abuse, domestic violence, divorce all soared in Valdez and the surrounding communities too. Suits and class action filings for worker compensation due to illness stemming from the clean up will clog the courts the way the oil stifles marine life on marshes today. Perhaps even years from now medical claims, lung and other injuries will continue to haunt local residents and their families, perhaps too even birth defects. This will be a petri dish for health, injury and litigation for generations. Within this year I predict BP and it’s eco-friendly logo will be replaced with a new name and consumer brand, as if that is sufficient to hide the experience from the public’s memory.
Sadly it doesn’t take scientist to see where this mess is headed… admittedly it’s a bona fide crisis. Hayward may become the fall guy but the corporation and those who are advising it deserve some of the blame for the handling of the story. Black oil, corporate greed… mistakes and mishandling. Dishonesty. Shame.

Over 37 years of producing and conducting TV and radio and multimedia interviews with executives, politicians, warlords and men and women on the street I rarely believe anything I hear these days, and certainly I believe less than I once did.

Why? Because politicians and executives have been so over-coached and practiced to be sure they say nothing that will be used against them later… it is the equivalent of a hijacked Miranda warning. Say nothing and nothing bad will happen to you. For people on the street they are so ready to tell you whatever you want to hear in exchange that you’ll choose their mutterings for the story prompting them to call their friends to watch or listen.

I have been critical of corporate messaging for a long time. Let me tell you why… when conducting corporate interviews it has become standard practice for their handlers to ask what the interview will be about? If you’re working for a corporate client, you’ll be asked to participate in a “grounding call” that will last about an hour several weeks before the scheduled interview. About 2 weeks before the interview you’ll be invited to another hour plus “briefing call” which becomes the framework for a briefing document for the executive. It will be a pulp intensive document of multiple pages with probably 4 or 5 bullet points for each of the anticipated questions, often with a paragraph of more of embellishments for each bullet point. For an interview of perhaps 20 questions this means that the sycophants who perform the role of communication managers will spend hours drafting up to 120 specific bullet points with hundreds of additional words to manage key suggestions for the executive’s conversation.

The funny thing is that by the time these briefing documents are prepared and delivered to the executive, often on the night before the scheduled interview, it’s frequently too late. Countless times executives have come to the interview and asked me, “What are we talking about today?” I always enjoy the question, as I perversely enjoy watching the blood drain from the face of the handlers simultaneously.

It’s a strange thing. These executives are at the top of the corporate food pyramid. They know their stuff – they have spoken the words before. In many cases, they wrote the words. By preparing the bullets, by over manipulating the executive, his or her handlers have frequently squeezed out any remaining drop of authenticity… the conversation sounds as canned and corny, as insincere and ineffective as imaginable.

Years ago the average length of a sound bite (quote) on the network evening news was :22. Today I hear that’s dropped to just :08 seconds. Is that because reporters are so enamored of their own voices that they insist on shorter sound bites? Perhaps in part. Is it because news makers have less to say than ever before? I don’t think so. Is it then a matter that people don’t say their stories or share their expertise as well as they used to… or we’re burned out hearing the same old stuff again and again… perhaps that has some bearing too.

Here’s the bottom line… why don’t you believe politicians? Why don’t you respond to executives and others representing their issues?

Comment, email me. I am at a loss. What I do know is that you, me, we – the audience generally – is not hearing messages that we believe, that we trust, that we are willing to value… so why not? What’s failing and why?